Applications

VoiceMail Pro

Providing Queuing Announcements Within the Contact Center

VoiceMail Pro provides the ability to create a voicemail and interactive voice response solution which meets the specific business needs of a customer contact center. Thanks to a powerful graphical user interface, it can easily and rapidly create and modify call flows from simple announcements to multiple single digit tone menus, to provide Audiotex services and Automated Attendant functionality. It can also be used to completely tailor the pre-connection call experience that a customer receives when making contact. In addition to the functionality provided by VoiceMail Pro’s call in-queue announcements, supervisors may create sophisticated queue and call routing plans with access to a host of features such as message taking, interview services, and the ability to play estimated time to answer or queue position information to customers.

The VoiceMail Pro application provides Queue Handling facilities, allowing incoming Hunt Group calls to be automatically answered when department, group or individual telephones are busy. Customers entering a queue are played a message informing them of the situation and then hear hold music (internally generated or from an external source), while being regularly updated. Two unique messages may be recorded for each Hunt Group (queue entry and queue update message). Queue announcements can also provide position in queue and estimated time to answer to the caller.

Additionally, to suit the needs of the contact center, VoiceMail Pro provides the caller with their position within the queue and an estimated time for their call to be answered. It furthermore gives the caller the option to opt out of the queue and leave a message at any time if desired.